QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY Module 3: Service Environment In Tourism And Hospitality Industry

Flashcards covering key concepts from the lecture on Quality Service Management, including customer types, competitor analysis, hospitality elements, guestology, market share, and the definitions of quality, value, and cost in service unique to the Tourism and Hospitality Industry.

Internal Customers

Employees within a company who depend on each other to fulfill external customer needs and expectations.

Service Enxounter

Refers to moment of truth, is a point in “service delivery where customer interact with service employees” or self-service equipment and the outcome may affect perceptions of service quality.

External Customers

Individuals or organizations who purchase a company's products or services.

Customer Feedback

Information provided by customers about their satisfaction or dissatisfaction with a product or service, crucial for improving quality.

Service

Can be defined as “any primary or complementary activity that does not directly produce a physical product - that is the nongood part of the transaction between buyer and seller.

Physical Product

Is simply the medium used to facilitate the other services and a service rather than product orientation becomes the focus.

Key Elements of Hospitality

The two main components in hospitality that are central to the guest experience: Guest and Product/Service.

Hospitality

The outer primary interacting elements is that of the social relationship fostered by warm, friendly, welcoming, corteous, open, generous behavior of the host creating the hospital, social environment

Customer Focus

Putting customers at the center of all operations, listening to their feedback, and incorporating it into decisions, products, and services.

Innovation

The process of generating new ideas, methods, and products that can contribute to a company's growth and success.

Guestology

A term coined by Bruce Laval of the Walt Disney Company, emphasizing treating customers like guests and managing the organization from the guest's point of view, aligning strategy, staff, and systems to meet or exceed guest expectations.

Product and Service

Hospitality consist of xomplex blend of both product food, drink, entertainment and accommodation and service along with the atmosphere that surround them.

Service Standpoint

In a service-oriented company, people are considered the most important capital, representing a major investment, chief asset, and biggest competitive edge.

Service Person

Job requires them to provide service for the guest since they interact directly with guest. Have to be well-trained and well-skilled for them to provide the guest excellent service.

Pain point

Knowing your buyer personas pain point will help you create message that are tailored to their needs.

Manufacturing Standpoint

Money is the most inportant capital, a means of expansion and growth.

Business Quality

Highest when costs are at the absolute lowest for both producer and consumer and is most readily attained when the entirety of the organization’s humas resource is engaged

Quality (Service)

A state where value entitlement is realized for both the customer and provider in every aspect of the business relationship, achieved when costs are lowest for both and the entire organization's human resources are engaged.

Value

Of the guest equal to the quality of yhe experience by the cost of all kinds of guest by obtaining the experience.

Components of Guest Experience

Service product, service setting, service delivery

Types of Service Encounter

Remote Encounter, Phone Encounter, Face to face Encounter

Cost

To guest or so called opportunity cost.

Cost of Losing a Customer

The financial and reputational losses incurred when customers discontinue their business, including loss of current and future revenue, damage to reputation, and potential job losses.

Service Product

Sometimes called the service package or sevice/product mix, is why the customer, client, guest comes to the organization in the first place.

Service delivery system

Including human components and the physical product process plus organizational and information systems and techniques that help deliver the service to the customer.